Well.. if I got that kind of response from a company when I had a valid support request, well... frankly I'd have wanted to do a lot more than mere name calling.
Yes in one or two of his responses he did sound unprofessional but:
A) I'm sure he was livid, I would have been aswell.
B) He was probably acting in his own capacity and not representing any entity in need of "professional" representation.
C) Though it helps to be calm, rational and collected when dealing with support, it is not required that you as a client act as such. The provider on the other hand is required to be effective, efficient, helpful and understanding at all times. Yes it's hard as hell to deal with an angry client but that is still your responsibility as a provider.
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Well.. if I got that kind of response from a company when I had a valid support request, well... frankly I'd have wanted to do a lot more than mere name calling.
Yes in one or two of his responses he did sound unprofessional but:
A) I'm sure he was livid, I would have been aswell.
B) He was probably acting in his own capacity and not representing any entity in need of "professional" representation.
C) Though it helps to be calm, rational and collected when dealing with support, it is not required that you as a client act as such. The provider on the other hand is required to be effective, efficient, helpful and understanding at all times. Yes it's hard as hell to deal with an angry client but that is still your responsibility as a provider.